• Serve as the final escalation point for intricate ELD compliance product for post-sales customers. • Own the end-to-end lifecycle of complex product issues, coordinating Possible issues and Jira tickets with R&D to drive timely fixes and clear stakeholder visibility. • Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives. • Provide technical support for audits & inspections in collaboration with our Escalations, Product and Legal teams • Drive continuous product improvement by leading post-mortem analyses to identify root causes, systemic issues, key learnings, and actionable trends. • Collaborate with Support and R&D teams to resolve customer issues and escalations, using support trend analysis to develop superior customer solutions. • Lead technical feedback for new products to ensure supportability and ease of customer understanding. • Define success criteria, validation plans, and operational runbooks for new feature launches, ensuring global support team readiness. • Develop or contribute to internal tools to significantly accelerate ticket resolution and trend analysis. • Elevate the organization's technical expertise by providing technical coaching and conducting case reviews for support engineers.

• Provide technical support via phone and email.  • Troubleshoot hardware, software, and system-level issues for hospitality products  • Assist customers and administrators with product operation and configuration  • Read and interpret wiring diagrams, including AC/DC conversion and grounding  • De-escalate customer concerns with professionalism and empathy  • Accurately document cases, determine resolution, and process replacement orders  • Meet call quality, productivity, and customer satisfaction goals  • Learn and support new technologies as products evolve

Role Description Delaney Computer Services (DCS) is seeking an experienced MSP Support Technician to join our growing team. This is a fully remote position supporting clients throughout the United States from your home office in Florida. Most of your day will be spent: - Troubleshooting client issues - Responding to support requests - Working on projects - Helping businesses keep their technology running smoothly We are looking for someone with real-world IT experience who can: - Work independently - Manage multiple priorities - Take ownership of issues from start to finish The ideal candidate is comfortable: - Supporting users remotely - Troubleshooting complex technical problems - Communicating directly with clients - Making informed decisions without requiring constant supervision Success in this role requires: - Initiative - Accountability - Professionalism - A strong desire to solve problems What You'll Do: - Technical Support - Provide remote support for end users across multiple client environments - Troubleshoot Microsoft 365, Windows, networking, hardware, software, and business application issues - Resolve technical issues efficiently while maintaining excellent customer service - Take ownership of tickets from initial contact through resolution - Client Support - Support clients remotely through phone, email, and remote access tools - Assist users with deployments, upgrades, migrations, and day-to-day technical issues - Work directly with clients in professional business environments - Build strong relationships through exceptional customer service - Projects & Infrastructure - Assist with server, network, and cloud projects - Participate in Microsoft 365 migrations, workstation deployments, and infrastructure upgrades - Install and configure business technology solutions remotely - Document work performed and maintain accurate records - Proactive Support - Monitor client environments and respond to alerts - Perform system maintenance and routine administrative tasks - Identify recurring issues and recommend improvements - Assist in maintaining secure and reliable client environments Qualifications - Strong knowledge of desktops, networking, Microsoft 365, and end-user troubleshooting - Experience working for an MSP preferred - Experience with VoIP, VPNs, Microsoft 365, and remote support tools - Strong customer service and communication skills - Ability to work independently and solve problems in a fast-paced environment - Reliable high-speed internet and dedicated home office - Must reside in Florida - Flexible schedule with availability for some evenings, weekends, and holidays Benefits - 401 (k) plan with company match of up to 4% - Paid time off - Company profit-sharing - Company-sponsored dental and vision coverage - Optional supplemental life, disability, and accident insurance available through payroll deduction - Pet insurance for one eligible cat or dog - Access to a dog-friendly office for eligible employees and approved pets

• Onboard new integrations • Partner with restaurant brands and third-party vendors to onboard new API integrations end to end. • Test integrations during onboarding and throughout software development cycles. • Document integration processes, configurations, and common failure modes so the whole team benefits. • Investigate and resolve issues originating in API processes — reading logs, tracing requests, and reproducing errors to find root cause. • Interpret and debug data across JSON, XML, and GraphQL payloads. • Escalate and collaborate with engineering when an issue needs a code-level fix, with clear, well-documented reproduction steps. • Provide technical training to internal teams and external partners as needed. • Translate technical detail for non-technical stakeholders — and business context for technical ones. • Work alongside Project Managers, Implementation Consultants, Trainers, and Technical Leads, and support the broader company on cross-functional issues when needed. • Engage regularly with clients and vendors across North America via email, video conferencing, and screen sharing. • Identify and act on opportunities for your own learning and engagement as our integrations and tooling evolve.